Head Of Support

Há 7 dias

Lisboa, Portugal Eurofins Tempo inteiro

.Head of Support & Operations - hybrid work in Lisbon Lisboa Head of Support & Operations - hybrid work in LisbonLisboa Lisbon, Lisbon, Portugal Job Description The Team Eurofins endeavours to develop all of our software applications- house to service and support our numerous laboratories globally. With hundreds of thousands of clinical diagnostic tests performed every day, the laboratories of the Eurofins clinical diagnostic services business line strive to ensure that every patient, wherever he or she lives, has access to the most specialized and most innovative techniques for diagnosis, monitoring and therapeutic decisions. Such activities require extensive planning and organisation which can be augmented by the use of technology. Our Clinical LIMS Europe Program will extensively be used as the central Laboratory Information Management System throughout Europe, this role is crucial in defining and delivering support & operations processes, ensuring service availability according to agreed SLAs and creating & chairing an effective change management process. Job Description SUMMARY OF POSITION AND OBJECTIVES: His/Her overall objectives are to setup and lead the Support & Operations team including incident, change management, Cloud/Infrastructure operations and observability POSITION & OBJECTIVES : Implement a service delivery culture as well as critical and business value add service management processes (alongside ServiceNow implementation) Managing a team of support & operations engineers, cloud and infrastructure engineers Regular notification to senior leadership of current status and business impact during major incident situations. Prepare Post incident document along with technical teams to assist to identify the root cause of the incidents, then create mitigation strategy Have insight into application related IT infrastructure patterns in multiple European Countries Develop and maintain relationships with internal and external partners to maximize value Deliver and maintain observability across all applications Create and manage an effective change management process Develop and motivate team members Have insight and set targets for quality management Technology skills: Mandatory ITIL V3 or V4 foundation Hands-on Service reporting Escalations handling Change Management Excellent written and Oral communication Works in conjunction with Continual Service Improvement IT cloud infrastructure, on premise, and Azure/AWS experience Team Management He/She will be fully responsible for a team of up to 7 direct reports setting up smart objectives to drive a continues improvement culture; and interact positivelyand collaboratively with other team heads and senior leadership. He/She will assist the Program and IT Solutions Director with budget planning. Your application: As the role and Eurofins' IT Talent Acquisition team are international, please ensure to submit your application in English

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